When I first signed up to my new fixed tariff this is the information I had.
But when I spoke to an agent online this is the information she gave me which is completely different.
And this morning I received the contract.
The main reason I sign up was because I thought it a better deal came up I would be able to change without any fees.
Best answer by Nukecad
It’s just the wording, read your 3 screenshots again.
Your fiist screenshot says at the top that there is no fee if you switch from an OVO Fixed Loyalty deal to another Fixed deal with OVO
(I can confirm that, because I did it myself only last week with 4 months left on my previous 12 month plan, I switched to another OVO Fixed plan for a new 12 months and no exit fees applied).
It then says at the bottom that there is an exit fee if you switch away from OVO to to another supplier.
(But see below about your 3rd screenshot).
Your second screenshot is simply the standard ‘you have 14 days to cancel without any fees’ that you get with all new contracts.
Your third screenshot is again talking about a fee if you switch away from OVO, it says that the fee will not apply if there are less than a certain number of days left to the end of your fixed plan, in your case if there are less than 50 days to you plan end you can switch away from OVO without incurring an ‘early leaving’ fee.
+1Hi
That sounds like it might be the one that lets you change to another OVO fix deal fee-free. Either way, you ALWAYS have the 14-day cooling off period which expires 14 days after the plan starts.
Do you know what the name of the tariff is? Once I have that, I’ll dig the details for you.
+1That looks like the one. Either way, I don’t see the prices going down anytime soon, so you’re probably better off keeping the fix anyway.
It’s just the wording, read your 3 screenshots again.
Your fiist screenshot says at the top that there is no fee if you switch from an OVO Fixed Loyalty deal to another Fixed deal with OVO
(I can confirm that, because I did it myself only last week with 4 months left on my previous 12 month plan, I switched to another OVO Fixed plan for a new 12 months and no exit fees applied).
It then says at the bottom that there is an exit fee if you switch away from OVO to to another supplier.
(But see below about your 3rd screenshot).
Your second screenshot is simply the standard ‘you have 14 days to cancel without any fees’ that you get with all new contracts.
Your third screenshot is again talking about a fee if you switch away from OVO, it says that the fee will not apply if there are less than a certain number of days left to the end of your fixed plan, in your case if there are less than 50 days to you plan end you can switch away from OVO without incurring an ‘early leaving’ fee.
Updated on 12/02/25 by Ben_OVO
Ofgem advice surrounding the 14 day ‘cooling off’ period can be found here.
The main reason I sign up was because I thought it a better deal came up I would be able to change without any fees.
You should have had an email confirming the switch and giving the rates that apply on the new tariff.
The email also includes a link to the terms and conditions that apply to that specific contract. These are the ones that apply, more or less regardless of what you might read elsewhere. They may make clear what conditions would lead the imposition of an exit fee, but you should note that these terms can change without notice so long as the change is not to your detriment, so you might want to bookmark the page and revisit it occasionally.
This is page the link in my confirmation email a couple of months ago takes me to:
1 Year Fixed Loyalty Terms and Conditions | OVO (ovoenergy.com). It’s the same page I see if I follow the link on the Plan page in the app.
Yours might be different, so be careful.
The exit fee quoted on my Plan page is £75. The one given on the official-looking Terms and Conditions page is £50, payable if I change supplier. Heaven knows what they would try to charge me should they decide that I’m liable to pay an exit fee. But as
I still think it's very miss leading as it clearly said £50 exit fee per fuel if you change supplier, before I sign up. Nowhere does it say Should you cancel your contract more than 49 days before it ends you'll pay an exit fee of £50 which it says on my contract.
I agree, and they’re looking into it! The text on the Plan page is curt and doesn’t tally with the verbiage on the Terms and Conditions page linked just below it. I can’t imagine that they would ever try to take an exit fee in contravention of the T&C. It’s always discretionary, anyway (“… we may apply an exit fee ...”).
+1We’ve got ways of passing things back to internal teams within OVO via the Forum Moderators. If they spot stuff that they think needs to be flagged up internally, it takes but a moment for them to do so.
This is definitely something we’ll ask them about passing on.
Who are they.
Forum moderators: look for a highlighted passage here.
Well not really taking a chance,
I’d already double checked the T&C’s and seen that in my case no exit fee(s) would be applied if switching from my 1-Year Fixed Loyalty to another fixed term plan with OVO.
(The customer support person I dealt with to make my ‘tariff hop’ knew that too, I didn’t have to bring it up they told me, and just clicked a couple of buttons and waived the exit fees).
The customer support person ... just clicked a couple of buttons and waived the exit fees …
That tells me that the default is to charge the fee if the agent has to take action to change it. I wonder if they have to justify a waiver to a supervisor, or whether the discretion is absolute.
That’s how I understood it as it was happening, a default exit fee setting that can be varied or waived by the support agent.
She didn’t need to refer to anyone else, just did it straight off her own bat for both fuels.
Presumably customer support are given guidance/training about when exit fee variations and waivers should be applied.
I would go with what is written in the T&C's rather that what someone says on the phone.
(People on the phone may not have fully up to date information, or may even be thinking about something else without checking).
Plus of course the answer will depend on just what question you asked them. eg:
Q: Are there exit fees? A: Yes.
Q Are there exit fees if I ‘hop’ to another OVO fixed tariff? A: No.
Currently the 1 Year Fixed Loyalty T&C's, section 6, only state that an exit fee may apply "If you change your supplier".
ie. No change to another supplier, no exit fee.
I suppose someone has to ask:
You only started your new Fixed Loyalty plan 2 days ago on 5 Setember, is't it a bit early to be looking at changing supplier?
However - If you think that you have made a mistake with signing up to that plan and no longer want it (maybe you want a different plan, or want to stay on your old variable tariff) then you are still within the 14 days cancellation period.
Who are they.
Forum moderators: look for a highlighted passage here.
Hey
I am they.
As
That’s how I understood it as it was happening, a default exit fee setting that can be varied or waived by the support agent.
She didn’t need to refer to anyone else, just did it straight off her own bat for both fuels.
Presumably customer support are given guidance/training about when exit fee variations and waivers should be applied.
If you have any further questions, drop them in, and we can take a look!
I agreed a 12 month fixed tariff with OVO which should have started on 6 Dec last year. To date nothing has happened despite no fewer than 12 phone over recent weeks in attempt to get some action. What can I do to get this sorted.
Hey
We don’t have any account access through the our Customer Forum so we won’t have any visibility over what’s causing the issue with your tariff.
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